Assistant Manager WFM

Job Title: AM (RTA)
Department:
Workforce Management (WFM)

Employment Type:
Full-time

Role Summary
The Real-Time Analyst (RTA) plays a critical role in ensuring operational efficiency and service delivery performance by actively monitoring, analyzing, and managing real-time activities across multiple queues. This role serves as the first line of defense to ensure service levels and performance metrics are achieved, while supporting operations with timely and accurate reporting, issue escalation, and actionable insights.The candidate will be part of the Resource Management Centre - Global team. Oversees and directs development and maintenance of Workforce Management and Real Time Adherence programs. The WFM Manager will support the management teams across multiple departments and contact centers and oversees teams of Workforce Management Specialists and Real Time Adherence agents. Researches latest trends and leverages analysis' to increase Agents' productivity, accuracy, and member service and to streamline processes using their staff and the call centers workforce management tools. This is a key position within the Member Service Center team and requires strong collaborative skills.

Key Responsibilities

• Real-Time Monitoring & Queue Management
• Monitor real-time call, chat, or case queues to ensure service level goals are met consistently.
• Track and manage agent availability, idle time, and adherence in alignment with intraday staffing plans.
• Respond to spikes in volume or unexpected events (e.g., call surges, outages, high absenteeism) by adjusting break schedules and recommending intraday actions.
• Manage agent skill assignments in systems like Avaya/CMS and adjust as needed based on traffic patterns.
• Conduct pre-shift test calls and validate system readiness at the start of the day.
• Manage pre- and post-shift overtime to control people costs without compromising service levels.
• Raise red flags or risk alerts to operations for potential staffing imbalances.
• Analyze trends within assigned operations, including contact volumes, contact patterns, in-store traffic, inbound & outbound shipments, staff productivity, staff capacity and resource allocation, and use the analysis results to forecast arrival patterns.
• Manage large amounts of data to identify workforce shortages, conduct root cause analysis while working toward strategically impactful solutions to address these issues.
• Work with marketing and finance partners to understand key drivers (such as specialty programs and environmental issues) and capacity needs.
• Leverage and manage historical data to develop educated assumptions for planned initiatives and future forecast periods.
• Assume ultimate responsibly for daily Service Level attainment through properly Forecasting call volumes and AHT, producing efficient schedules, and effectively managing the intraday operation.
• Recommend, organize, develop and help implement process improvements and training enhancements, using experience and facts to support.
• Manage schedule interface staffing rules and settings to maximum use of the application and assure a positive end user experience.
• Reporting & Analytics
• Generate and publish real-time and intraday reports covering key metrics such as volume, AHT, SL, staffing, and abandon rates.
• Produce End-of-Day (EOD) and daily performance summaries for operational review.
• Track historical performance trends and provide actionable insights for continuous improvement.
• Publish agent adherence and schedule compliance reports, and highlight anomalies or patterns.
• Maintain audit trails, issue logs, and action trackers to ensure transparency and accountability.
• Conduct regular skill audits to verify the accuracy of agent assignments to queues/LOBs.
• Coordination & Stakeholder Engagement
• Collaborate with WFM scheduling teams for intraday staffing adjustments or shift/break reschedules.
• Interface with operations leads, IT teams, and client representatives to coordinate responses to system issues or performance challenges.
• Attend regular operations, WFM, and client meetings to provide updates and align on goals.
• Ensure accurate absenteeism reporting by monitoring sick line and validating absence data.
• Provide proactive recommendations based on real-time insights, such as cross-skilling needs, overflow planning, or LOB-specific focus areas.
• Support outage management protocols by coordinating communication and resolution steps.
• Process Improvement & Support
• Help develop and refine operational playbooks, SOPs, and escalation matrices for real-time management.
• Support the design and implementation of new reporting templates or dashboards.
• Contribute to business continuity planning (BCP) by maintaining flexible real-time coverage models.
• Assist in training new RTAs or operational partners on real-time processes and tools.

Preferred Skills & Qualifications

• 5–6 years of experience in WFM real-time monitoring or contact center operations.
• Any graduation and above
• Strong analytical skills with proficiency in MS Excel, WFM tools (e.g., NICE IEX, Aspect, Verint), and ACD systems like Avaya/CMS.
• Excellent communication skills, both written and verbal.
• Ability to work under pressure, prioritize multiple tasks, and manage time effectively.
• Flexible to work across time zones, based on the program's Hours of Operation.
• Knowledge of SLA, AHT, adherence, occupancy, shrinkage, and other WFM KPIs.
• Excellent interpersonal skills including strong listening, written and verbal communication, with ability to clearly and professionally communicate with others
• Strong attention to Detail/Process with strategic thinking and planning skills
• Strong Leadership qualities, a good sense of judgment and a high degree of confidentiality